Vice President - Customer Solutions & Retention

Company: Peninsula Employment Services Limited

Job Title: Vice President – Customer Solutions & Retention

Department: Executive

Location: Toronto, ON (5 days on-site)

Salary: $160,000 to $180,000 Depending on Experience

Type of Employment: Full-time Permanent

Hours of Work: 9:00am to 5:30pm

Working Days: Monday – Friday

About Us

Peninsula Canada is proud to provide top-notch HR and OHS solutions, including expert advice on employment relations and health and safety, consultancy services, BrightHR Software, and the innovative Peninsula BrAIbox AI. We work with small and medium-sized businesses across British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, and Newfoundland and Labrador, with plans to expand across all provinces in the near future.

As part of the Peninsula Group based in Manchester, UK, we’re a global company with operations in the UK, Ireland, Australia, New Zealand, and most recently, Canada. With over 2,500 employees worldwide, Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest-growing businesses in the country.

Job Purpose

The role is focused on developing, implementing, and enhancing strategies to support both client growth and retention across Peninsula Canada.

Job Overview

This position requires a highly experienced individual who can collaborate with senior leadership and cross-functional teams to foster client retention and drive operational growth. The ideal candidate will have hands-on experience working within a client experience and retention team. You’ll be confident in managing multiple retention projects and identifying insights that can contribute to future client growth. You will also lead a team of Client Experience Account Managers and Retention Specialists.

Day-to-Day Responsibilities

• Manage core metrics related to client retention and cancellation requests.
• Identify recurring trends, such as cancellations due to non-usage, and work to resolve the underlying causes.
• Oversee daily team operations, conducting regular individual and team reviews, identifying training needs, and ensuring that the team continuously improves service delivery.
• Review and assess client retention reasons, escalating key areas for improvement.
• Produce regular reports and dashboards for the Sales Director and Senior Leadership Teams to monitor retention performance.

Note: This list is not exhaustive, and duties may evolve as the role develops to meet the company’s goals.

Job Goals and Metrics

• Ensure client retention is maintained at or above the established target.
• Respond to all client requests within 24 hours.
• Regularly monitor individual and team performance.
• Ensure that all client retention interactions are handled professionally, courteously, and in a timely manner, with root cause analysis conducted where necessary.
• Produce dashboards and reports that highlight retention figures and SLA adherence.

What You Bring to the Team

This is a high-visibility role, so you’ll need to be a strong leader who can communicate effectively and inspire at all levels of the company. As we continue to grow rapidly, we’re looking for someone who brings:

• Creative and innovative ideas to improve client retention and growth.
• A solid operational background with a proven track record of success.
• A “can-do” attitude, and the ability to think on your feet.
• Excellent time management skills, especially in a fast-paced environment.
• The ability to present complex information in a clear, concise manner to various audiences.
• A highly collaborative approach and a flexible mindset, especially under pressure.

Why Work for Peninsula?

Peninsula has been named one of the best companies to work for two years in a row by the Glassdoor Awards. We’re a dynamic and highly motivated organization that nurtures an entrepreneurial spirit and a team-oriented culture.

Perks and benefits include:

• A day off to celebrate your birthday!
• Comprehensive health and dental benefits.
• A Registered Retirement Savings Plan (RRSP) matching program.
• A central downtown location, right by Union Station.
• Increased vacation days after 2 and 5 years of service.

We are committed to maintaining an inclusive, equitable, and accessible workplace where everyone feels valued. If you require accommodations during the selection process, please don’t hesitate to let us know.